Desktop Support Analyst – London Job at City, London Full Time

KEY RESPONSIBILITIES

• Serve as the primary IT support contact for the London office, handling hardware, software, and connectivity issues in a timely and professional manner
• Provide end-user support within a Citrix Virtual Desktop Infrastructure (VDI) environment, including troubleshooting session and application issues via Citrix Director
• Manage end-user onboarding and offboarding, including hardware provisioning, account setup, and access management via Active Directory / Microsoft Entra ID
• Maintain and manage hardware inventory, printers, and AV equipment across the London office
• Administer and support Microsoft 365 and Windows desktop environments, including user account management and license provisioning
• Perform network troubleshooting to diagnose and resolve connectivity issues, escalating to network teams where required
• Support video conferencing and collaboration tools, including Zoom and other AV systems
• Log, track, and resolve tickets using the organization’s Jira ticketing system
• Communicating software and security best practices to end users at varying levels of technical ability
• Adhere to business continuity protocols and change control processes when implementing changes to the environment
• Liaise with third-party hardware and software vendors as needed to resolve escalated issues

REQUIRED QUALIFICATIONS

• 3+ years of hands-on desktop support experience in a Microsoft 365 and virtualized environment
• Proven experience supporting Citrix Virtual Desktop Infrastructure (VDI)
• Solid knowledge of Windows desktop operating systems and core Microsoft 365 applications
• Experience with Active Directory and/or Microsoft Entra ID for user and device management
• Strong network troubleshooting skills, including TCP/IP, DNS, DHCP, and VPN
• Confident communicator with the ability to support users of all technical backgrounds
• Strong problem-solving skills with a methodical and customer-focused approach
• Understanding of Jira processes, including incident management and change control

PREFERRED QUALIFICATIONS

• Experience with Zoom administration and enterprise video conferencing systems
• Familiarity with macOS support in a mixed-OS environment
• Experience using Citrix Director for session monitoring and troubleshooting
• Knowledge of Bloomberg terminal support and administration
• Previous experience in financial services or professional services environments